Customer

‘The ‘way’ we service our customers has become
the most vital means of differentiation.’

Logistics and Supply Chain Management, Prentice Hall
Professor Martin Christopher (Marketing and Logistics, Cranfield University)

 

Is this you?

Are you easy to do business with? How do you know? Do you help or hinder the efficiency of your customers business? Is it costly for your customers to do business with you? How do differentiate yourself from your competitors? Do your customers value that difference? Have you asked your customers what they expect from you? How can you improve your service levels? Are your customers becoming more demanding? Do you track every time you make contact with a customer? Have you implemented a CRM tool that is fully integrated with your business system? How well does your customer know you?

Purpose

The customer perspective describes how the organisation will create a differentiated, sustainable value for its customers. Differentiation arises from both choice of activities and how they are performed.

Intended results

The customer value proposition should communicate what the company expects to do for its customers better or differently from its competitors. In developing your customer value proposition you may consider the following attributes:

 

1. Product: price, quality, availability, selection functionality
2. Relationship: service, partnership; and
3. Image: brand

 

BTO can help you…

 

• Define objectives and measures for your particular value proposition
• Translate strategy into tangible measures that all employees can work towards
• Discover tangible measures that may include: customer satisfaction, customer retention, customer acquisition, customer profitability, market share, account share

 

Call us on 0425 210 249 or complete our contact form to discuss your needs.